If you are not very familiar with the functioning of this Web site, please refer to the FAQ. Please contact customer service if your query is of urgency and differs from the set of questions below.

1.    Registration

a)   How do I register?

Click on the "register" button in the upper right corner of your homepage to register. Please fill in the form that is given. You will be able to review the terms and conditions, provide the details of the payment method and submit the registration information. When you register on Luluhypermarket.in, you are automatically enrolled in the Lulu Happiness Program.

b)  Is there any fee for the registration?

No. It is free to register on Luluhypermarket.in.

c)   Do I need to register before shopping?

Yes, before you go shopping with us, you need to sign up. However, you do not need to register to visit the website. You are required to login Register while you're shopping or register when you're finished.

d)  Is it possible to use the same phone number and email ID to register multiple times?

Only one customer account may be associated with each email ID, login ID and mobile number.

e)  Is it possible to add more than one delivery address to my account?

Yes, in your luluhypermarket.in account you can add more delivery addresses. Remember, only one address can deliver all items placed in a single order. You need to make individual orders if you want different products delivered at various addresses.

f)    Is there a way to have multiple cities addresses in one account, but still place orders for several cities?

Yes, you'll be able to order multiple cities. Ensure that Luluhypermarket.in delivery is available in cites.

g)  Can I place Multiple product orders in same account?

If you have ordered multiple products on one order, we will try to ensure they are all delivered together however this also depends on the type of products ordered, some products are large and delivered directly from the supplier, in these cases we will not be able to have them delivered together.

2.   PLACING ORDERS

a)   How do I order on https://www.luluhypermarket.in/en-in? Ordering is easy the basic steps are outlined below.

            - Browse the site for the product you require

            - Add the product to the cart

            - Proceed to the checkout

            - Follow the directions on payment

            - Await conformation once payment has been done.

For further assistance you can contact customer service @ 18003098109, or by email  [email protected]

b)  Can I add products/edit the order after placing the order?

Once the order is placed, you cannot modify/Add products.

c)   IS THERE A LIMIT ON QUANTITY OF ORDERS OR QUANTITY OF PRODUCTS IN ONE ORDER? 

In the interests of all our customers, we may place restrictions on bulk buying of some products. luluhypermarket.in reserves the right at our sole discretion, to limit the quantity per person, per household or per order. The said limitations may be applicable to orders placed by the same account, the same credit/debit card and to orders that use the same billing and/or shipping address. luluhypermarket.in will provide notification to the customer should such limits be applied.

d)  How do I know if my order has been successful? 

Once your order has been accepted you will receive an Email/SMS confirmation from luluhypermarket.in showing the details of the order you have just placed.

e)  Once I have ordered from luluhypermarket.in what documents will be required for receiving of the delivery? 

Delivery will be made to the address specified when you complete the order, at point of delivery, identity verification of the Consignee by sighting an original ID card, passport, driving license to support consignee verification, will be required by our courier partners.

f)    Can I cancel my order? 

You can cancel the order till the order pick up stage without any charges being applied unfortunately once the product is picked up. You cannot cancel the order.

(as per the cancelation terms in the T&Cs charges may apply). For assistance in this matter please contact the customer service team who will be happy to assist in this matter.

3.   Delivery Related

a)   When will I receive my order?

You will be prompted to select a delivery slot once you have finished selecting your products and clicking on the checkout button. On the day and time selected by you, your order will be delivered to you. If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations). Your order will be delivered in a crate (returnable) on your doorstep, not in a plastic carry bag.

b)  How will I know if Luluhypermarket.in delivers to my area?

You can check the serviceability of your area while selecting your pin code when you place your order.

c)   How are the fish, fruits and vegetables weighed?

The size and weight of each fish, fruit or vegetables vary slightly. We'll show you the estimated weight and price of everything that is measured in kilograms during your shopping. We weigh each item at the time of delivery to arrive at a final price. Depending on the article, this could vary by up to a maximum of one unit weight. You'll pay accordingly less if the weight of the product is less than what you ordered.

d)  How's the delivery going to be done?

To ensure timely and accurate delivery to our customers, we have a dedicated team of delivery staff /courier partner and a fleet of vehicles operating throughout the city.

e)  What is the minimum order value required to be delivered?

There is no minimum order value needed for delivery.

f)    Are you delivering the same day?

If you place your order before 12 noon on the day you want to be delivered, we'll deliver it on the same day. Please note same day delivery only for grocery items.

       e)  How do I check the status of my orders?

             Contact our customer service team for the only way of checking your order status.

g)  How'd I know which items weren't available on my order?

You will receive a refund slip during the time of delivery.

4.   Account Related

a)   How do I reset my password?

You need to enter your registered email address on the Login page and click on forgot password. Your registered email address will be sent an email with the new password. You'll be able to modify your password with that. Please contact our customer support team if there are any further problems.

5.   PAYMENTS

a)   Different payment modes

-      Credit and debit cards (VISA / Mastercard / Rupay)

-      Net banking, UPI, Food card, Meal card & Lulu Gift

-      Cash on delivery (COD) option not available.

b)  Will I receive a receipt for my purchase? 

Yes, once the order has been accepted you will receive an email confirmation of your order with full details, you will also receive a physical copy with your product delivery time.

c)   Does luluhypermarket.in store any credit/debit card details?

No credit and debit card details are not stored by luluhypermarket.in.

d)  Problems at the payment page: 

If for any reason you encounter problems at the payment page, we suggest that you contact customer services for assistance (call/email).

6)  DELIVERY

a)   Where does luluhypermarket.in deliver to?

Grocery deliveries are in selected pin codes and non-grocery deliveries across the Kerala, Tamil Nadu, Karnataka, Andra Pradesh & Lucknow however some remote areas are restricted.

b)  What types of delivery does luluhypermarket.in have?

luluhypermarket.in offers 2 types of delivery at present, courier delivery through our partner DTDC and large household products & grocery products delivery (within 20 KM).

c)   How much does the delivery cost? 

There's no charges for delivery. However, convenience charge (processing/packing) of Rs 20 per order.

d)  Is it possible to schedule a specific delivery time?          

Orders shall be dispatched based on the delivery slot selected by you during the           ordering period. If there's a change, we'll keep you updated.

e)  International shipping is it available?

luluhypermarket.in does not provide international shipping service.

7)  RETURNS/CANCELLATIONS AND WARRANTY

a)   If I wish to return a product, who do I contact? 

Customer services are available to assist in any query you may have, they are available 7 days a week @ 18003098109or by email [email protected]

b)  If I wish to cancel / return my products, what do I do?

In these cases, please refer to the returns policy section for further information, you can also contact customer services for further assistance.

c)   What is the timescale available if I wish to return my order?

luluhypermarket.in has 24 hours return policy for perishable items and 7 day returns policy for nonperishable items. (Terms & Conditions apply) please refer to the returns policy section for further details or contact customer services for assistance.

d)  How long is the warranty? 

All products from luluhypermarket.in carry warranty, this is visible on the physical invoice delivered with the product, please make sure you keep the invoice as it will be required for proof of purchase in cases of service etc.

8)  SECURITY

a)   Is it safe to use my Credit/Debit card with luluhypermarket.in? 

When ordering from the luluhypermarket.in site we accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology- International standard for internet browsing security.

b)  3D Secure payment gateway:

luluhypermarket.in operates on a 3D secure payment gateway, this is a service gateway designed to enhance security in payments for online transactions.

c)   Will my details be shared with 3rd parties of luluhypermarket.in? 

We respect the privacy of our valued customer. Please refer to our Privacy Policy.

9)  Customer Related

a)   How do I contact customer service?

All seven days of the week, 9 a.m. to 8 p.m. our customer service team is available for you. They can be reached at 18003098109 or via email at [email protected]

b)  Customer care timing

All seven days of the week, 9 a.m. to 8 p.m., our customer service team is available for you.

c)   How will I raise any complaints in customer service?

Please contact our customer support team with details of your order as well as the issue you faced.

d)  Where should I contact if I am not satisfied with the resolution provided by customer service team?

If you are not satisfied with the resolution provided by customer service team, please write to our Grievance Officer at  [email protected] (except Sunday & public holidays 9 AM to 6 P.M)